Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Accommodating [Job Title] with [Number] years of experience delivering solid customer care while enhancing relations. Strong interpersonal skills with talents for relating and empathizing with individuals of varying personalities and walks of life. Proficient in numerous computer applications and software, including Microsoft and [Software]. Highly motivated and driven to achieve set goals and targets. Qualified [Job Title] with [Number] years of experience in fast-paced customer service and call center environments supporting [Type] company needs. Personable and professional under pressure.

  • Proficient PeopleSoft, KRONOS, CSG, AAD, Microsoft Office (Word, Excel)
  • Motivates others, works well in groups, supportive, shares credit, delegates effectively, takes ownership and responsibility
  • Fast Learner
  • Coaching
  • Interpersonal Skills
  • Highly dependable
  • Customer-oriented
  • Microsoft Office
  • PeopleSoft
  • Policies
  • Processes
  • Sales
  • Strategic
  • Call center operations
Work History
Customer Care Supervisor, 01/2008 to 07/2020
Berry PlasticsAlsip, IL,
  • Manage a staff of 16-20, Assessing team members on a weekly basis to identify needs and performance gaps
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Deliver training on new processes and procedures.
  • Analyze data and observed behaviors to develop strategic methods of coaching.
  • Improving employee customer engagement through behavioral coaching and development.
  • Manage and assist monthly activities for employee engagement committee.
  • Completed bi-weekly payroll for 20 employees.
  • Delivered consist performance ensuring team's ranking remains in the Top 10-20 for the center.
  • Provide support to Customer Care Professionals by handling escalated calls from customers.
  • Hired and fired customer service associates.
Technical Support Supervisor, 01/2001 to 01/2008
Capital Insurance GroupAnaheim, CA,
  • Orchestrated completion of installation proceedings in office and field while supervising staff of 54 Customer Care Professionals with 2 other supervisor's to ensure policy enforcement and quality control. Oversaw training for installation contractors in all aspects of closing-out work orders, customer service professionalism, as well as Time Warner Cable policy and procedures.
  • Met with contractors owners and managers, resolving cable concerns and needs.
  • Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
  • Drove team focused on providing excellence, generating overall quality of performance at 90%.
  • Strived to deliver orders and corrections same day, attaining team completion rate at 98%+
  • Developed partnerships, successful interactions with other team leaders; sales supervisors, care supervisors, dispatch, and members of corporate team, allowing for change in current process and achieving customer satisfaction.
  • Completed bi-weekly payroll for 25 employees.
Telephony Supervisor, 10/1996 to 01/2001
Atlas Copco Drilling SolutionsHartford, CT,
  • Oversaw talented team of 15telephony agents by actively communicating project information, remedying issues and delivering positive feedback.
  • Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
  • Worked with dispatch management team to implement proper division of responsibilities.
  • Provided supportive link between external customers and internal operations.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Performed annual evaluations and reviews for 15 employees.
  • Delegated tasks to others on grooming team.
  • Measured team performance and reported metrics to leadership team members.
  • Set and managed schedules to give proper coverage to required areas and meet customer service demands.
  • Completed bi-weekly payroll for employees.
Customer Care Agent, 11/1988 to 01/1996
Time Warner CableCity, STATE,
  • Assisted call-in customers with questions and orders.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
  • Educated customers on promotions to enhance sales.
  • Managed billing, service and account issues for Cable customers.
  • Educated customers on account services and resolved customers inquiries regarding statement information and account balances.
  • Answered average of 50-80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Entered customer interaction details in CSG to track requests, document problems and record solutions offered.
High School Diploma: , Expected in 06/1980
Franklin K Lane - Brooklyn, NY,

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School Attended

  • Franklin K Lane

Job Titles Held:

  • Customer Care Supervisor
  • Technical Support Supervisor
  • Telephony Supervisor
  • Customer Care Agent


  • High School Diploma

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